SUMMARY

• Direct report to and updates company owner wif teh progress of all pending and completed work orders.
• Liaise wif teh marketting, finance and purchasing departments and external suppliers to generate quotes, raise orders, and reconcile invoices, using teh internal approval processes. Ensured appropriate product and equipment stock levels (KTLO) are maintained.
• Assigned work orders and supervised a team of 6 and monitored daily work activities.
• Travelled in Luzon greater Manila region for home appliances and electronics services.
• Install, repair and replace hardware home appliances such as Refrigirators, portable wall mount/floor airconditions, bathroom water heaters, ceiling fans, home smart wifi security cameras and front gate security opener; cell phones; iPhones; androids; laptops, desktops and monitors.
• Install, reinstall configure, set up, support and troubleshoot software, Windows 7, 10, MAC OSX, computers and Office 2016, iPhones, iPads, Androids and tablets, HP and Dell printers.
• Install and configure homes and small businesses Wifi devices for internet access.
• Fix, refurbish electronics for re - sale and spare parts..
• Collect E-waste for recycling.

PROFESSIONAL EXPERIENCE

Confidential, Washington, NY

Global Infrastructure Site Analyst Lead

Responsibilities:

• Supported, managed and resolved Executive Level (white gloves) for GM, VP, Dir, EAA technical issues.
• Responsible for "Level 2" and "Level 3" technical support to approximately 350+ internal staff on-site and remote Fortebio associates Fremont, CA site. Works in tandem wif IT Systems Administrator and reports to Manager of Information Technology.
• Managed and administered Active Directory. Create/add/delete user and email accounts, change and unlocked passwords, shared file permissions and groups, create distribution lists, and network share file.
• Managed and administered O365 Admin Panel users (add, edit, delete, export users), reset and unlocked passwords, assign or remove user licenses; Create mail contacts of external users, distribution lists and shared mailboxes and assigns/delegates different admin roles for other users, setup Out of teh office automatic reply and Send email On behalf of"; Create and manage conference rooms and equipments for conference purposes; View SharePoint sites and site collections for users’ collaboration and external sharing status; Managed check teh domain status; Migrate extermal email accounts. import data from exported PST files; Collaborate wif administrators to create request to Microsoft if needed; Managed, monitor and check Health O365 services for incidents status. Work and collaborate wif administrators for utilizing and configuring options in O365 Admin Centers.
• Manage and administered JAMF Pro-MDM (Casper Suite), VPP and VPP - Provides Tier 1 and 2 level supports on Apple computers and retail locations, Configured profiles, created image, deployed devices, vendor specific applications, security tools, patches, proprietary applications, updates drivers, and policies. Update, collaborate and effectively communicate procedures, creates documentation for Desktop Support team processes and knowledge base. Collaborate wif Apple and Jamf communities and use teh information to improve teh Apple/Mac device management.
• Worked wif domain controllers, active directory, TPC/IP, DNS and DHCP,assigned static IP addresses from new subnets to computers and administers Active Directory Users and Computers.
• Performed network administration; created user groups and user accounts; reset passwords using Active Directory along wif implementing group policies and security updates wif LANDesk Management Suite.
• Managed and administered VPN hardware/software token new issue, reissue and disabling accounts. Assists associates installing, configuring and troubleshooting related VPN technical issue.
• General knowledge of Citrix XenApp 5.x/6.x and Citrix Monitoring tool. Install, configure Citrix Receiver, Citrix Connection Manager console and Citrix Web Interface. Troubleshoot login issues, applications access, application latency, printing and network mapping issues. Assist and train associates wif Citrix Receiver utilization and application usage.
• Provide data backup support using CLOUD and local backup utilities, tape libraries, drives and media in SAN infrastructure environments. Strictly followed company policies, guides and procedural documentation. On-Call support for backup job failures, user restore needs, and tape, tape drive and tape vaulting issues. Report backup failures and performed weekly and end of month data recovery tests. Also familiar wif administering and utilizing Druva Phoenix Cloud Based Enterprise Backup environment.
• Configured and installed VOIP Phones and Polycom using Cisco Call Manager and Unity Call Manager.
• Work wif teh Change Manager to develop and document IT Service Management policies, processes, and procedures based on ITIL best practices.
• Manage weekly and monthly Incident review meetings and provide data metrics to Leadership.
• Troubleshooting escalated Windows based end-points (laptops and desktops), tablets and smart phones (iOS and Android), peripheral equipment and Windows-based application incidents. Ensured requests for support were identified, evaluated, prioritized, scheduled and investigated wif recommendations being documented and communicated to teh originator of teh requests.
• Utilized LANDesk knowledge tools, for comprehensive solutions, answered and evaluated incoming telephone and email requests from PALL Corporate, Western Hemisphere, ASIAPAC and EMEA employees and contractors experiencing diverse issues wif desktops/laptops, RICOH and IBM high speed printers, networking, and other computer-related technologies such as Windows XP/7/10, Active Directory, Internet Explorer, Microsoft Office Products 2003/2 5/Outlook, Symantec Anti-Virus Software, P-Synch Password Management Software, LDAP, VPN, other web-based applications.
• Responsible for upgrading, configuring and deploying Windows 10, Office 2016 and Outlook O365 to all Fortebio Fremont CA and other remote sites systems.
• Supported, setting up and configuring laptops, skype for business, projectors, video teleconference.
• Handled all Fortebio IT request, technical and security vulnerabilities projects and tasks, and takes teh overall responsibility for teh successful initiation, planning, design, execution, monitoring, controlling and closure of a project.
• Responsible for ensuring all Fortebio systems are wifin SOC compliance wif necessary and required security features, critical and security updates.
• Hands on experience fixing, repairing, installing and configuring DELL/Lenovo/Apple computers, iPads, iPhones, Windows tablets, and android cell phones, HP Printers and High-Speed RICOH and IBM printers wif scan to network folder and fax.
• Performed PC imaging wif LANDesk and supported teh deployment of new updates and applications wifin teh organization.
• Responsible for coordinating wif staff and handling new account creations. Collaborate wif HR department and group manager setting up new hire and collecting IT assets for off boarding associates.
• Purchased, configured and provided computers, iPads, iPhones and Android devices for new hires.
• Performed Asset Management Analyst for all hardware, software license compliance and lifecycle management. Created Excel data workbook for all IT assets, ordered and replaced hardware and coordinated all E-Waste collections.
• Liaise wif teh IT teams and external suppliers to generate quotes, raise orders, and reconcile invoices, using teh internal approval processes. Ensured appropriate product and equipment stock levels (KTLO) are maintained.
• IT point of contact in project to migrate Fortebio network, data, servers, computers and printers from PALL to MOLDEV network. Worked on weekends to assist and support network and systems administrators.
• Conducted training on internal systems, local procedures and other technical subjects for company employees, and provided support for SharePoint sites.

Confidential, Dublin, CA

Senior Desktop Analyst III

Responsibilities:

• Provided enterprise and Executive Level (white gloves) for CEO, VP, Dir, EAA, "Level 2" and "Level 3" technical support to 2800+ internal staff on-site, remote end-users, stores associates. Troubleshooting escalated Windows based end-points (laptops and desktops), tablets and smart phones (iOS and Android), peripheral equipment and Windows-based application incidents. Ensured requests for support were identified, evaluated, prioritized, scheduled and investigated wif recommendations being documented and communicated to teh originator of teh requests for support in CA Unicenter and Service Now halpdesk tools environments.
• Maintained a 98% first call resolution, theirby reducing call back rates and enhancing customer service experiences of teh clients. Decreased average support ticket resolution time from 1 day to 1 hour.
• Accurately diagnosed, documented, and resolved hardware, software, Blackberry mobile devices, applications, peripherals.
• Participated in a project to upgrade all ROSS computers to Windows 10, Office 2016 and Outlook O365.
• Conducted training on internal systems, local procedures and other technical subjects for company employees.
• Responsible for second and third level support ticket resolution, as well as ticket intake and classification. Works in tandem wif Systems Administrator and reports to Director of Information Technology.
• Provided remote support through CA/Unicenter, Service Now and Windows Remote Desktop Connection.
• Managed and administered Dell KACE laptops, desktops and servers. IT asset inventory management all hardware and software, patch mission-critical applications and OS, and assure software license. Ensure software compliance and take ownership of teh entire software license management lifecycle. Remotely distribute and install software to device.
• General knowledge of Citrix XenApp 5.x and Citrix Monitoring tool. Install, configure Citrix Receiver, Citrix Connection Manager console and Citrix Web Interface. Troubleshoot login issues, applications access, application latency, printing and network mapping issues. Assist and train associates wif Citrix Receiver utilization and application usage.
• Technical assistance, and support Windows 2000, XP, Vista, 7, 10, MAC OSX computers and Office 2016, Outlook O365, VOIP, TPC/IP, DNS, IP, DHCP, and assigned static IP addresses.
• Created and performed PC imaging wif Microsoft and Symantec ghost imaging tools imaging tool.
• Configured and setup computers, cell phones, desk phones and provided support for new hire associates. Worked wif HR and group managers for collecting IT assets for off boarding employees.
• Created and managed user accounts using Active Directory along wif implementing security updates wif WSUS.
• Responsible for coordinating wif staff and handling new account creations, system builds, and deployments
• Member of Disaster Recovery Team as Lead Desktop Analyst. Ensures all workstations has required OS and software, network ready and configured for specified users to simulate and perform work related process.
• Performed Asset Management Analyst of hardware, software license compliance, lifecycle management, and Coordinated all E-Waste collections.
• Liaise wif teh IT teams and external suppliers to generate quotes, raise orders, and reconcile invoices, using teh internal approval processes. Ensured appropriate product and equipment stock levels (KTLO) are maintained.

Confidential, Fremont, CA

Senior Helpdesk Technician Level III

Responsibilities:

• Provided "Level 1" and "Level 2" technical support to stores associates via CA Unicenter Service Desk tool, phone, email, remotely and desk side to ensure customer satisfaction.
• Accurately diagnosed, documented, and resolved hardware, software, applications, and peripherals.
• Tasked wif monitoring, organizing and editing halp desk tickets in trouble ticket system.
• Dispatched vendor for store HDD failures and performed disaster recovery.
• Replaced broken store equipment’s and provide hardware and software support.
• Decreased average support ticket resolution time from 36 hours to 1 hour.
• Trained store associates troubleshoot various technical issues and adjust system processes.
• Software installation, configuration and training on POS functionality.
• Troubleshoot POS, software, payment gateway and various other credit card processing applications.
• Troubleshoot payment industry hardware including pin pads, card readers and countertop terminals
• Troubleshoot payment industry methods of payment including credit card, check, gift, loyalty and Private Label.
• Provided field assistance and served as a liaison for vendor software and hardware
• Created a documentation for users and halpdesk staff that halped reduce teh need for assistance.
• Performed first level problem determination using automated Helpdesk software tools to resolve problems across teh company.
• Escalate software/hardware problems that cannot be resolved to teh appropriate level of support.